Your opinions are valuable to us…
By having a customer centric ethos, Cascade has experienced tremendous organic growth. An available metric to continually measure how Cascade is performing is a method called NPS (Net Promoter Score).
On ………. you will be invited to answer, on a scale of 1 to 10, just 1 question:
‘How likely are you to recommend Cascade to a colleague?’
How will Cascade use the results?
If you answer 9 or 10 – you are classed as a ‘promotor’. A promotor is a loyal enthusiast of the Cascade brand and means you are likely to refer us to others.
If you answer 7 or 8 – you are classed as a ‘passive’. As a passive you are likely to be satisfied with the brand but maybe unenthusiastic and less likely to recommend us.
If you answer 0 to 6 – you are classed as a ‘detractor’. A detractor is an unhappy customer who may well warn against others using the brand.
The next step for Cascade will be to calculate our NPS score and compare this with industry standards. The overall result is calculated by subtracting the percentage of promoters from the percentage of detractors. We will then form an action plan and share this with you.
We will personally contact anyone who scores Cascade 6 or below, to gather intelligence to help us improve. This survey will continue to be sent out annually in June and December.
The survey will be in your inbox on …………………….. with the closing date for submissions being …………..